Anita Ogar
Ogba,Nigeria
Summary
Customer Experience professional with expertise in issue resolution and customer relationship management. Proven ability to enhance customer satisfaction through effective communication and problem-solving. Familiar with ticket management systems and committed to delivering excellence in service.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
Work history
Customer Success Officer
Moniepoint Inc.
2024.02 - 2026.03
- Responding to complaints and inquiries via Zendesk
- Building relationships by providing consistent value and fostering customer loyalty.
- Following up with management about issues that have not been resolved.
- Meeting set expectations across key focus areas of CSAT, productivity, and AHT.
- Providing customer service to improve overall experience.
- Executing assigned duties responsibly thus meeting departmental expectations consistently.
- Demonstrating strong work ethics.
- Handling escalated queries from customers, brought about swift resolutions.
- Troubleshooting technical issues, ensured smooth user experience for customers.
- Lead team meetings and improved internal communication.
FinTech Analyst
Tek Experts (Microsoft Leap)
2023.11 - 2024.02
- Microsoft Azure fundamentals
- Azure billing and subscription management.
- Cloud support
- Guided customers through best practices for Azure configuration, security, and cost optimization.
- Provided technical support to customers on Azure services
Customer Experience Associate
Umba
2022.02 - 2023.02
- Reduced customer complaints by 50% by providing resolution to complaints within 24 hours via email and social media.
- Escalated issues to Level 2 and followed up to ensure prompt resolution
- Enhanced user experience by contacting customers via phone and email within two hours of their request.
- Responded to customer queries for improved satisfaction.
- Collaborated effectively with team members to expedite problem-solving processes.
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
- Conducted thorough follow-ups to ensure complete resolution of issues.
Operations Officer
Zenith Bank PLC
2019.05 - 2022.02
- Processed over 60 daily customer transactions, including deposits, withdrawals, and bill payments.
- Resolved customer complaints promptly and professionally.
- Reviewed customer account information to determine current issues and potential solutions.
- Led team meetings to boost communication and productivity.
- Ensured strict adherence to company procedures.
Vendor Support
Jumia Nigeria
2018.01 - 2019.01
- Facilitated communications through management of inbound and outbound calls.
- Compiled customer feedback and recommended service delivery improvements to management.
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
- Assured prompt resolution of vendor queries and disputes.
- Made efforts to improve vendor satisfaction and loyalty.
- Managed over 60 customer calls per day.
Education
Bachelor of Science - Economics
University of Calabar
Calabar 2011.01 - 2015.01
Skills
- Active listening skills
- Problem solving
- Teamwork
- Time Management
- Leadership skills
- Customer Support
- Effective Communication
- Critical Thinking
- Issue resolution & troubleshooting
- Ticket management & documentation
- Service Level Agreement (SLA) compliance
- Google workspace familiarity
LANGUAGES
English (Fluent)
Yoruba (Basic)
REFERENCE
Available on request
Timeline
Customer Success Officer
Moniepoint Inc.
2024.02 - 2026.03
FinTech Analyst
Tek Experts (Microsoft Leap)
2023.11 - 2024.02
Customer Experience Associate
Umba
2022.02 - 2023.02
Operations Officer
Zenith Bank PLC
2019.05 - 2022.02
Vendor Support
Jumia Nigeria
2018.01 - 2019.01
Bachelor of Science - Economics
University of Calabar
2011.01 - 2015.01